AccuSoft Support Center

Evaluation Support

Support is provided at no charge when you evaluate AccuSoft's toolkit products, enabling you to judge their suitability for use within your application. You can log questions via our online support center, and have access to a Technical Support Engineer during your product evaluation period.  

Preferred Support

This is the base-level support option and is included in the purchase price of AccuSoft's toolkit products. It includes an ever-evolving set of online support services that allow you to quickly find answers to your questions interactively from our knowledge databasebase or to submit a support ticket via our Web site. Users register with an email username and password, which provides access to this secure support section of our Web site. Preferred support is entirely Web-based and customer-driven with access to updates and fixes limited to version-specific items only.

Preferred Support includes:

• Electronic submission of product problems and questions, and the ability to update and track the progress of your case
• Knowledge databases for our products that provide answers and fixes to commonly asked questions and problems
• Comprehensive product documentation including the latest guides and manuals, technical bulletins, flashes, and release notes
• Product fixes, release and maintenance information
• Preferred Support provides access to ALL patches, fixes, updates, enhancements (including new versions/releases) that may be issued to the licensed product during your support term. Preferred support is entirely Web-based.

Premier Support

Our Premier Support option provides a more personalized service level, and ensures prompt access to our expert technical support analysts.

Included are all of the Preferred Support services as well as access to AccuSoft’s Customer Support Department during our normal business hours (Monday thru Friday, 8:30 a.m. to 5:30 p.m. EST (except on designated holidays). Premier Support is pro-active, with personalized contact via any/all methods (Web, email, phone, etc.) and includes all updates to new versions or releases.

Premier Support guarantees a response to your issue, and includes access to a browser-based, real-time, electronic support solution that creates an interactive customer service environment that is significantly more personal and effective. Should we need to investigate an issue within your own environment, our electronic support solution enables our support analysts to:

• Access your system to view, diagnose and solve your problems remotely

• Run applications to ensure proper installation and configuration

• Demonstrate AccuSoft products

• Download and install patches or updates to your system

• Upload your files for analysis

• Include other analysts for consultation

• Interact with you via text chat

• Show and annotate diagrams, schematics, and videos

• Record the entire support session for archival purposes